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Team Tagline
About the role
HBM Nigeria Plc (formerly Lafarge Africa Plc) is a leading Sub-Saharan Africa building solutions company and member of the LafargeHolcim group, delivering cement, concrete, aggregates and other building solutions. The IT User Support Team Lead is responsible for delivering high-quality end-user IT support across assigned locations, ensuring reliable IT operations and an excellent user experience. The role provides regional leadership and oversight of IT support services, infrastructure, service levels, and technical teams, while ensuring IT priorities remain aligned with business needs.
Required Skills
Preferred Skills
Similar Skills not Listed
Responsibilities
- Implement regional support strategies to meet the unique needs of end users across the region
- Coordinate infrastructure maintenance activities in server rooms, ensuring all regional sites meet operational and safety standards
- Ensure incidents are resolved on time and with excellent quality
- Ensure appropriate level of communication with users and respect Service Level commitments
- Manage local IT equipment (databases, servers, network) not controlled by Global I&O teams
- Prepare and distribute communications to end users and other IT departments
- Drive and enforce implementation of security, internal control and standardization principles
- Create and execute a comprehensive IT support strategy aligned with business objectives
- Supervise IT support operations including incident, problem, and service request management
- Oversee regional disaster recovery and business continuity plans
- Supervise regional IT infrastructure and local applications for stability, scalability, and efficiency
- Manage suppliers and optimize performance and cost-effectiveness through strategic service agreements
- Coach, develop and motivate employees and create a work environment that retains key personnel
- Foster relationships with key stakeholders and gather feedback to improve IT service delivery
- Define and implement service enhancements to improve reliability, usability, security, supportability and performance of the desktop environment
- Facilitate cross-functional work between I&O operating areas
- Conduct regular assessments of network performance and resolve regional internet service issues
- Lead and manage implementation of new processes, systems, changes or upgrades
- Oversee efficient transfer of delivered services into the operational organization
- Manage and ensure improvements to existing IT infrastructure and services
- Monitor the local applications environment
- Maintain a comprehensive inventory (Asset Register) of all hardware deployed in the region
- Follow up on discrepancies and updates of software and licenses
- Manage deployment and service of Video Conferencing, projection equipment, and other IT-related tools
- Establish and maintain IT tools and systems including ITSM software, monitoring tools, and collaboration platforms
- Regularly monitor and report IT performance to stakeholders
- Manage deployment, redeployment and lifecycle of IT equipment
- Implement and monitor preventive maintenance activities for all IT assets
- Implement and oversee change management processes
- Manage update, support and administration of Anti-Virus Software and other software
- Collaborate with EUS coordinator/Service Delivery Manager to coordinate end user training
- Classify and prioritize requests and incidents
- Oversee handling of support tickets ensuring timely resolution
- Ensure coordination of 1st, 2nd and 3rd level support
- Ensure all calls logged on the service desk are closed timely
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